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Field Customer Service Representative

3 months ago

Chamblee, United States Illinois Tool Works Full time

Hobart Service, an Illinois Tool Works Company, has been in business for over 125years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk. This position is essential to delivering exceptional customer service Via email and telephonic interactions. The successful candidate will manage customer inquiries, resolve issues promptly, and work towards creating lasting customer relationships. The role also involves efficient management of multiple Outlook inboxes. These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned. 40% Act as Inbound Customer Contact Across a Specific Market Area: Respond to incoming customer communications efficiently and professionally Enter a high volume of orders into the system with minimal errors Utilize the current system to distribute communications, log service calls accurately, and follow communication procedures, guidelines, and policies Enhance the customer service experience 50% Manage Multiple Outlook Inboxes: Log new service requests for the correct office Forward any requests for updates to the appropriate dispatcher or service manager 10% Handle Other Duties and Projects: Additional responsibilities and projects as assigned Ensuring customer awareness of service product offerings The successful candidate should possess: Education and Work Experience: High school diploma or GED with 0-2 years of relevant experience Job-Specific Knowledge: Customer Service - Demonstrate a high degree of professionalism with excellent communication skills Familiarity with FEG proprietary information Field service policy and procedures Strong Office suite proficiency COMPETENCIES Technical and Analytical Skills: Basic math competences Ability to comprehend instructions within orders and translate them into the desired outcome Working knowledge of Windows applications and Microsoft Office programs such as Word and Excel and maps Time Management and Communication Skills: Dependable, punctual, and positive attitude Prioritize workload, special tasks, and concurrent projects effectively Demonstrated ability to communicate professionally with individuals both within and outside the organization Ability to handle multiple priorities in a fast-paced environment Proven ability to multi-task and work independently #J-18808-Ljbffr